Job Description

Company Description

IFS is a billion-dollar revenue company with 5000+ employees on all continents. We deliver award-winning enterprise software solutions through the use of embedded digital innovation and a single cloud-based platform to help businesses be their best when it really matters-at the Moment of Service\xe2\x84\xa2.

At IFS, we\'re flexible, we\'re innovative, and we\'re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society\'s greatest challenges, fostering a better future through our agility, collaboration, and trust. We celebrate diversity and accept that there are so many different perspectives in this world. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.
By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.
We\'re looking for innovative and original thinkers to work in an environment where you can
#MakeYourMoment so that we can help others make theirs.

If you want to change the status quo, we\'ll help you make your moment. Join Team Purple. Join IFS



The Customer office is a new function within Unified Support responsible for the relationship with its customers. Director of Global Customer Solution Management is a management position that will inspire, support, manage, and motivate the Customer Office team.

With the appointment of this position, it is intended that the Director of Global Customer Solution Management will be both functional lead and directly line manage a team of problem managers handling common problems with customer support situations.

IFS has not established a Problem Management historically as the Apps products had individual customer-specific builds for every customer. However, as we move to a common build standard product, we are seeing the benefits from organised problem management be substantially increased.

The Global Problem Management team is a new team and definition of the requirement and setup of the problem management functionality with ServiceNow is key to making this role a success.

As the Director of Global Problem Management, you will need to establish a strong working relationship in the senior leaders within Cloud Operations and Research and Development

Essential duties and accountability:

The Director of Customer Solution Management will have responsibility for Problem Management within the Unified Support organization.

Responsibilities include:

Preventing issue recurrence - Stopping repeat customer cases

The problem managers will analyze incidents and prioritize them according to the business impact they represent.

Have previously developed (hiring, coaching, performance managing) and built successful high-performing teams

Define best practice engagement and standard approach

Day to Day management of the team

To understand customer needs and behaviours, always making customer-centric decisions

Provide proactive ideas and areas of improvement to the product groups within R&D, providing customer feedback regarding the quality of products and service to help product management teams

Generate a complete view of the customer, including their needs, expectations, and perceptions of their experiences with IFS, and communicate these insights to other senior leaders.

Success Criteria

Preventing issue recurrence - Stopping repeat incidents, even minor incidents, is one of a problem manager\'s top priorities. If they repeat frequently, then they can have a major impact on a business.

Dealing with common issues, as one

The Global Problem Management team is a new team and definition of the requirement and setup of the problem management functionality with ServiceNow is key to making this role a success.

Overall Competence required:

The qualities identified for the candidate require the following behavioural competencies

Ability to lead people toward customer centric behaviour

Confident in talking to customers at operational and C-Level

Be confident in making strategic decisions and prioritising evolving business needs

Professional

Self-motivated & a self-starter

Ability to deliver and be proactive by nature

Ability to persuade and influence

Excellent interpersonal skills and the ability to manage multiple tasks simultaneously

Qualifications

To be successful you will:

Essential:

Relevant industry experience required.

5 years+ demonstrated experience of Customer Success

Bachelor\'s Degree or proven equivalent knowledge and experience

Natural skills in building relationships and finding support to get the job done

Able to operate in a fast paced, geographically, and culturally diverse teams

Strong team player and networker

Great communicator who helps build the IFS brand

Desirable:

Negotiating skills within a context of high political sensitivity and conflicting interests.

Comfort working within a matrix-rich organisation

Additional Information

In addition, you will:

• Have a progressive career in Management and Customer facing roles in managing one or multiple areas within Professional Services and Consulting Delivery, Customer Success and/or Customer Support business functions.
• Have previously managed a Business Unit P&L with annual revenue over US$ 15M.
• Demonstratable commercial awareness and proof of sustained success.
• Proficiency in English and relevant local language.
• Strong verbal and written communication and strategic planning skills.
• Working across multiple functions and geographical locations in a deadline- and outcome-driven environment.
• Flexible for travel.

IFS